Description

As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer Relationship Management (CRM) infrastructure, enabling you to gain and retain a competitive edge for your company.

This book highlights issues and problem-solving applications including:

  • The correct business model for service and how it differs from a product oriented model
  • The key factors, elements, and dynamics influencing the success and failure of service organizations
  • Development, implementation, and rollout of a superior service operation on either a standalone basis or in support of a product or manufacturing business
  • The integration of service delivery mechanisms and relevant data on a real-time basis
  • Using CRM databases to measure customer satisfaction and quality
  • Supporting CRM efforts with state-of-the-art wireless technologies
  • Estimating the cost of CRM efforts and measuring the results

    This volume provides a fresh and incisive look at how to successfully manage service businesses. The author shows you how to rethink the basic service business model and the key operational dynamics in order to optimize your service business, both strategically and tactically, generating significantly increased top line revenues and bottom line profitability. A core element of this overall customer strategy is CRM, which gives you the tools, systems, and infrastructure you need to get and stay ahead in today's hyper competitive business environment.

    • Managing High-Tech Services Using a CRM Strategy

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    £130.00

    Includes FREE delivery
    Usually despatched within 4 days
    Hardback by Donald F. Blumberg

    1 in stock

    Short Description:

    As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services... Read more

      Publisher: Taylor & Francis Inc
      Publication Date: 23/12/2002
      ISBN13: 9781574443462, 978-1574443462
      ISBN10: 1574443461

      Number of Pages: 376

      Non Fiction , Computing

      Description

      As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer Relationship Management (CRM) infrastructure, enabling you to gain and retain a competitive edge for your company.

      This book highlights issues and problem-solving applications including:

    • The correct business model for service and how it differs from a product oriented model
    • The key factors, elements, and dynamics influencing the success and failure of service organizations
    • Development, implementation, and rollout of a superior service operation on either a standalone basis or in support of a product or manufacturing business
    • The integration of service delivery mechanisms and relevant data on a real-time basis
    • Using CRM databases to measure customer satisfaction and quality
    • Supporting CRM efforts with state-of-the-art wireless technologies
    • Estimating the cost of CRM efforts and measuring the results

      This volume provides a fresh and incisive look at how to successfully manage service businesses. The author shows you how to rethink the basic service business model and the key operational dynamics in order to optimize your service business, both strategically and tactically, generating significantly increased top line revenues and bottom line profitability. A core element of this overall customer strategy is CRM, which gives you the tools, systems, and infrastructure you need to get and stay ahead in today's hyper competitive business environment.

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